IceCasino - Player's account closed on allegations of document forgery.

Hello, I have had an account with Ice Casino since December 2023, and it was verified in December. In May, I made a deposit and won some money. I was asked to add a document - a selfie with my ID as well as my open player profile in the background. After I did this, I received a decision that the document was forged using a graphic program and my account was blocked, even though I have no knowledge about this. My account was blocked due to the use of a graphical program, which I know nothing about. I am the sole owner of the account and I do not need technical assistance to take pictures. I don't know what caused this decision. In order to prove that I am the owner of the account, I asked for a re-check of the account and added 4 photos taken correctly and legibly. My comments and pictures were not taken into consideration and it was written that the account was blocked for life. There was no change in personal data, all documents show identical personal data. I understand that the casino verifies and I know the regulations about verification. Why would I use a program when I could easily take perfect pictures for verification again.

6.4. If any of the information you provided is incorrect, inaccurate, misleading or otherwise incomplete, you will violate the terms of the agreement and we reserve the right to immediately delete the account and prevent the use of services. We may take actions.

 I think even what the casino accuses me of doesn't fall under this section.

Please help because the sum that the casino took from me is very large and I truly need it. Thank you

Dear bernadetavul,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Was the casino specific about which document they think was edited?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, I sent the documents to your email.

At my request, the casino checked my account and the photos I sent again.

In the last email from the Casino I received information;

" Please note that all information provided has been carefully checked. Unfortunately, it was found that in one of the selfie photos with ID and an open account you used a photo editor. The administration's decision is final and cannot be appealed. The account has been permanently blocked, without the possibility of unlockhere "

All photos sent were subject to the same verification condition [selfie with ID plus open player account}

The casino received all photos with the same personal data and an open profile on the device.

I sent these photos after I found out that the first photo was wrong. I had no way to check which photo it was because the account was blocked. I have a lot of such photos, good and bad, on my device. I made a lot of attempts to get a good photo.

THE CASINO HAS PHOTOS THAT MEET KYC CONDITIONS.

Dear Kristina,

This is exactly the same case as here:

https://casino.guru/icecasino-player-s-account-is-blocked-amidst-kyc-verification

In fact, even the same computer is used 🙂

Kind regards

Hello Ice Casino. For verification I used a Dell computer and a black mobile phone. I do not know what device Ice Casino wrote about because the image is not available for viewing at this link.

Regards

@bernadetavul

Are you ready to undertake the video verification? 🙂

Regards

Of course I say yes, I have nothing to hide. I'm just not sure what will happen next? Because combining my complaint with another similar one and writing absurdities here about the same computers etc. I can expect anything. I just need to know what I will do during the video call. What will I have to do to dispel your doubts about my verification? If the verification takes place within reasonable limits, there is no problem at all.

I am satisfied with this verification option.

And come on, I don't understand you? You have provided original photos of me, but you want to prove something? Just what?

Hello everyone,

Thank you both for your replies.

bernadetavul, please give us an update after the verification call. Thanks.

HI.

I HAVE NOT YET HAVE CONFIRMATION FROM THE CASINO OF THE GIVEN DATE.

Hello,

We'd like to confirm, our multiple attempts to conduct the video verification were in vain:

Regards

HELLO, IT'S NOT TRUE WHAT THE CASINO WROTE. I HAVE EVIDENCE OF THIS, THERE WAS A REQUEST TO POSTPONE THE VIDEO CALL,

I SENT THE REQUEST BY EMAIL AND TO SUPPORT,

I WILL SHOW EVERYTHING IN A MOMENT

REGARDS

Hello Krystyne, I am passing on the verification information.

I immediately explain that the Casino provides bad information; THE CASINO RECEIVED INFORMATION ONE DAY EARLIER ABOUT THE CHANGE OF THE DATE AND HERE THEY SAY THAT THERE WAS NO REPLY.

I WROTE A REQUEST TO CHANGE THE TIME BY EMAIL TO SUPPORT AND ADDED THE INFORMATION ON Live Support and directly IN SKYPE CHAT, which is hidden at the top, but you can clearly see it here, see the screenshot ;

Today's entire situation only emphasized the fact that Ice Casino does not want to allow my positive verification at all costs.

Above, they accused me of having a computer? I explained and provided photo evidence of the computer I had.

There was no chance of verification. Then they asked about the video interview to which I agreed.

Today's video verification should not even be called that, let alone be given a decision.

Before the first date on May 29, I received a message that there would be a connection shortly for verification purposes and I would like to ask you to prepare the document and are you ready to start ?

I should have received this information today, but I didn't, so it could actually have been a call about another matter.

I received an e-mail for violating the regulations. Which is completely untrue, the profile only contains my documents and there has never been any comparison with my person.

-No one has ever compared the submitted documents in the profile with my face in the video call.

-I did not hold my identity document in my hands to confirm verification.

-I was not informed before or during the call that this was a verification today

-No one asked me to show my document for comparison

But the decision was made "On what basis?"

On May 29, we agreed a date with CASINO ICE that the video call would take place on May 30 around 2:00 p.m.

I got a call from the casino at 2:07 p.m. but I didn't have time to answer it or there might have been a problem with the Internet.

I immediately wrote that I was already there. But I saw an unstable Internet connection. I quickly called my future husband, who was in the other room, to do something because the Internet was disappearing.

I knew I had to ensure a stable connection

When my future husband had the phone in his hands and was walking around the apartment looking for stable internet, I got a reconnection from the ice casino.

While solving the problem, he answered the call. I only heard him saying hello, hello. ,In the video you can see and hear that there is a problem with the Internet. ,,He only asked if I could have my ID card [because I don't have a passport] to confirm the quality of the connection, but there was no answer until the end, only the words I'm sorry, I'm sorry from the casino and the connection ended. Everything is recorded in Skype.

Right after hanging up, I received another message from Ice Casino saying there were technical problems and they would call in 2-3 minutes.

.I suggested that it would be better to take it easy and fix the problem in about 10-12 minutes.

The response from the casino was Good Ok

I went outside and got excellent internet there.

I don't know why there was no connection again and what changed the decision.

Instead of a call, I received a message saying '''see screenshot above

It was the Ice Casino that wanted to contact me, Bernadeta. And it was not me who made the call for verification purposes, as the casino wrote in the decision, it was the casino that contacted me.

I am always prepared for the conversation and I did not deliberately avoid the date, I informed the casino about everything.

Regards

Hello, after a thorough analysis of the dialogue, there is information from the Casino representative that "he apologizes for the technical problems during the connection and will call in 2-3 minutes, so the casino also did not have stable Internet"

If necessary, I have a video recording of the entire video conversation.

Regards

Thank you very much, bernadetavul, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello bernadetavul,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I must admit this is a tricky situation. Please upload the video from your Skype call somewhere where I can later safely download it to better understand what happened. Or if the file is not too big you can send it to me at michal.k@casino.guru

Dear Michal

We can confirm the screen above is legit.

As you may see, the person on a video is a male, while the account in dispute belongs to a female.

Also, within the call, the person on a video was saying that he is unable to find a female and their documents.

The account will remain blocked. Video verification is not passed.

Regards

Hello bernadetavul,

I have reviewed the verification call, and it's quite a strange coincidence that you had a bad internet connection exactly when the casino team called you. Additionally, once the connection improved, your phone was in the hands of another person. Could you please explain where you were at that time?

Dear Ice Casino team,

I understand your suspicion, but do I understand correctly that there was no second call? It appeared that there were connection errors when your team initially called the player. Have you attempted a second call? It seemed that some connection problems might have been on your team's end as well. Although the coincidence is quite questionable, to avoid any doubt, I recommend making another verification call and allowing the player to pass the verification. Is it possible to accommodate the player in this manner?

My fiancé had the phone in his hand before the call. Because I noticed the Internet was disappearing. During the change of carrier and new coverage, there was a call from the casino. That's why he answered it. He immediately wanted to ask if I could have my ID card because I don't have a passport. I stayed in one all the time. place in the room. The call was disconnected, the casino apologized for the technical problems and was supposed to call in 2 minutes. I was ready already. It didn't ring... He didn't say anything about not finding the documents as the casino wrote.

Regards

Dear bernadetavul

Do we understand it correct, that the author of the complaint at CasinoGuru is not the owner of the account?

Please monitor your e-mail/your fiancé's e-mail re the new schedule for verification.

Regards

HELLO. I'M NOT EXPLAINING SOMETHING WRONG. I, BERNADETA, AM THE AUTHOR OF THE DISPUTE AND I AM THE ONLY PERSON TO WHOM THE PLAYER'S ACCOUNT BELONGS. bernadetavul@gmail.com

Please confirm the date of the video call for tomorrow at 15:30 Polish time on June 6, 2024

Thank you, I sent the answer by e-mail

Dear bernadetavul

We are not a support division in here.

All the communication re the verification should be done via support e-mail/online chat.

Regards

Hello, I sent the same message to Ice Casino's email and live chat, and here it is regarding the dispute.

Dear All,

Thank you all for your responses. I have faith that the second video verification call will proceed smoothly, without any unforeseen technical challenges, and that it will bring clarity to the entire situation. Kindly keep me updated on the outcome.

THANK YOU FOR YOUR HELP AND UNDERSTANDING ICE CASINO

I RECEIVED THE DECISION THAT THE ACCOUNT HAS BEEN POSITIVELY VERIFIED.

THANK YOU AGAIN

Hello,

The player has received the winnings, is there anything else we can assist with?

Regards

We appreciate your prompt reply, Ice Casino team. We are pleased that the issue has been clarified, the player has completed the verification process successfully, and the player's winnings have been disbursed.

Dear bernadetavul,

Can you please confirm you have received your winnings? If so, can we consider your complaint successfully resolved?

Yes, I confirm that this time Ice Casino has risen to the challenge. I confirm that the money has been paid and I would like to thank you once again.

Great news, bernadetavul. I'm glad to hear that you successfully received your winnings. I hope all your future withdrawals will be processed without any unexpected delays.

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru